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Jo Oldfield-Marsh
07545 329885
jooldfield@yahoo.com
Biography
Highly experienced service delivery and business manager with extensive knowledge and experience of managing
end to end service provision, including strategic planning, account management, financial and performance
monitoring and management, process and policy, project management, marketing, communications, PR and
customer service, sales and delivery.
Skills
 12+ years’ management experience – staff/ business/service, including strategic planning, leadership and
recruitment
 18 years’ NHS experience (non-medical), within IT service environment
 Business admin/management including financial budgets to £350k
 10+ years’ client engagement/account management
 Process development and policy management
 Selection and procurement of content management systems
 Highly successful in process of tender responses to secure new business
 Knowledge and experience of web and digital communications technologies including content management
systems, online survey and newsletter technology, CSS and HTML
 Monitoring and management of financial and physical resources to maintain business viability and sustainable
profit, via the use of KPIs (key performance indicators) and service line reporting.
 Proficient user of MS Office suite (Word, Excel, Outlook, Project, PowerPoint, SharePoint and Visio)
 Client surveys and calculating NPS (net promoter score)
 Development of customer charters and service standards.
Achievements
 CIM (Chartered Institute of Marketing) Marketing Bootcamp - 2014
 Lead to Succeed Leadership programme - 2013/14
 Management and personal development coaching – 2013/14
 NHS finances for managers – 2012/13
 Management Development Programme – 2008/09
 EasySite CMS TM
web content management system advanced user - 2006
 Various vocational training courses – 1997 – 2015. These include Effective Communications, Appraisal training
for managers, time management, Plain English Campaign course, web writing, Neilson Norman Usability camp,
MS Office courses in Word, Excel, Project, PowerPoint and Outlook, general Information Governance.
 Self-study - 2005 – 2015. These include Lean six sigma (ongoing), marketing and marketing metrics (ongoing),
SharePoint, Visio, basic Photoshop, basic HTML, Freedom of Information, web accessibility, NHS Identity
guidelines.
Employment history
Kent and Medway Health Informatics Service April 2003 to July 2015
e-Communications Business Manager (2007 – 2015)
Management and leadership of the e-Communications/Creative Services Business Unit including strategic planning,
financial budget of up to £350k, all client management and liaison (including complaints handling, PR, sales and
marketing), supplier relationship and account management, service line reporting for all aspects of the business, sales
and pipeline management and recording, project management, staff management and internal and external service
liaison.

2. Jo Oldfield-Marsh jooldfield@yahoo.com 07545 329885
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Internet Information Co-Ordinator/Web Manager (2004 – 2007)
Management of the provision of web development and admin services to clients across Kent and Medway including
client management and liaison (including complaints handling, PR), supplier relationship management, project
management, development of business processes and policies, web system client user support and content editing,
usability analysis and advice, web planning workshop facilitation, staff management and internal and external service
liaison.
Web Editor and Administrator (2003 – 2004)
Provision of web development and admin services to clients across Kent and Medway including client liaison (including
complaints handling, PR), supplier liaison and assisting with procurement of new content management system, project
admin, compliance with business processes and policies, web system client user support and content editing, usability
analysis and advice, web content layout advice and internal and external service liaison.
Kent & Medway Strategic Health Authority/East Kent Health Authority July 1997 to April 2003
Web Editor and Administrator (2002 – 2003)
As above including the planning, development and administration of the first NHS website in the county.
IT Department Secretary and IT Helpdesk (1997 – 2002)
General secretarial and office duties, including PA to Head of Information. Equipment and stationery ordering,
absence reporting, managed new equipment deployment processes, supported the organisation-wide email and word
processing program transitions and the associated rollout and training programme for all 250 staff. Planned, set up
and ran first formal IT helpdesk for the former East Kent Health Authority, including providing first line IT support to
up to 250 staff. Supported the organisation’s Y2K preparation programme and completed and submitted national
compulsory reporting.
Career break and continued education Dec 1990 to July 1997
Career break to raise family then went into further education for two years.
Various June 1985 to Dec 1990
Cook and Waiting Staff – Black Cat Enterprises & McDonald’s
Food preparation and cooking, stock management and ordering, waiting tables, ensuring smooth running of restaurant
and client interface.
Sales Assistant – Ark Pets & Aquatics
General sales and animal care, stock management and daily accounts. Key holder responsibility.
Education
Canterbury Technology College 1995 to 1997
NVQ in Business Administration – Distinction
Aylesham Secondary School 1980 to 1985
11 CSE/O’levels grade C and above, including English and Maths